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  • Nik T
    report to list values in message base1
    Topic last edited October 29, 2011 by Nik TBronze Medal: 1,250+ Points 
    Title:
    report to list values in message base
    Content:

    Is there a report to output all the message base values? I know about the button within the settings tab but I am looking for a report that I can run and auto-ouput within the analytics module. The intent here is to create a report of the message base prior to an upgrade to compare against it after the upgrade to see if the custom message base values were carried over. We just found out that our upgrade has replaced our custom values in certain message bases while others were not changed.

  • Gary Fisher
    Help with a set of business rules to automatically close...2
    Topic last edited October 29, 2011 by Gary FisherSilver Medal: 2,000+ Points 
    Title:
    Help with a set of business rules to automatically close incidents that have been Waiting with no...
    Content:

    Hi,

    I'm trying to come up with a set of rules that will notify customers with incidents in "Waiting" status that the incident will automatically be closed unless they update it.

    After looking through the Best Practices for Business Rules I came up with a set of rules that will automatically send emails after 9 days, 5 days and 1 day before the incident is closed, and a final email when the incident is closed.

    My concern is that we have about 11 years of old incidents, many still in Waiting status.  My fear is that everyone who has an incident in waiting status will start getting emails if I enable these rules.

    I've attached screen shots of the action and chain rules in the Escalation Function, plus the Waiting - 9 Day chain and action rules.

    Please let me know if my concerns are valid.  I'd rather look stupid here than have to start explaing to boatloads of customers why they started getting spammed by us.

    TIA

    BTW, I used the slides from http://www.rightnow.com/pdf/summit/2008/Advanced_Business_Rules_Final.pdf as my model for this rule set. 

    Document:
  • Brian Houlihan
    Occurence of a Message BaseAnswered2
    Topic last edited October 29, 2011 by Brian HoulihanBlue Ribbon: 750+ Points 
    Title:
    Occurence of a Message Base
    Content:

    Is there a way to tell where the following message base is used:

    MULTIPLE_RECORDS_MODIFIED_LBL

    I would like to change it but I not sure which parts of the application it may affect.

    Thanks,

    Brian

  • Tim Brown
    Change sort order of names in 'Assigned' incident...Answered3
    Topic last edited October 29, 2011 by Tim Brown 
    Title:
    Change sort order of names in 'Assigned' incident drop-down list box
    Content:


    Does anyone know how to change the sort order of names that appear in the "Assigned" drop-down (list box)?

    Currently ours displays names by account ID descending, and we'd like to display them alphabetically by last name.

    Thanks in advance!

    Forgot to mention we are on the February 2011 version.

  • Gary Fisher
    Script errors in the business rule editor1
    Topic last edited October 29, 2011 by Gary FisherSilver Medal: 2,000+ Points 
    Title:
    Script errors in the business rule editor
    Content:

    I'm trying to set up some business rules that will automatically send emails to customers when an incident has been "Waiting".

    I can't even get past the first step because I can't set an "Incident.Created" condition. Nothing can be typed in the date/time field, and I get a script error when I try to save the rule. See the attached screen shot.

    Just for grins, I changed the default browser on my XP SP3 PC from Firefox to IE and then exited and restarted RightNow. Still having the same problem. Any ideas?

    BTW, I tried to find a "Business Rules" topic in the forums without success.  If this is the wrong place to post this, please feel free to tell me where to go...

    Thanks..

    Gary

  • Mark Hensley
    Can I create a business rule based on key words in the...Answered3
    Topic last edited October 29, 2011 by Mark HensleyRed Ribbon: 250+ Points 
    Title:
    Can I create a business rule based on key words in the contents of an email?
    Content:

    I would like to create business rules based off of specific keywords and/or keyword combinations found in the contents of an email, NOT the subject line. 

    Is this possible?

    Thanks,

  • ericwc
    email subject line message base2
    Topic last edited October 29, 2011 by ericwc Red Ribbon: 250+ Points 
    Title:
    email subject line message base
    Content:

    Is there a message base for the email subject line for the "Messages" - "end-user Email" -  "question receipt"? Or some other way to edit the subject line of that email?

     

    Thanks

    Eric

  • Amanda Jo
    Carriage returns in Message Bases?Answered6
    Topic last edited October 29, 2011 by Amanda JoSilver Medal: 2,000+ Points 
    Title:
    Carriage returns in Message Bases?
    Content:

    Hello there.  I am attempting to edit a message base and insert carriage returns in order to make the text more organized and "pretty," can anyone tell me if or how it's possible to create a carriage return within a message base?

     

    Thank you!! 

  • dnielsen
    Data Import Issues - XML and Special Characters15.0
    Topic last edited October 29, 2011 by dnielsen  
    Title:
    Data Import Issues - XML and Special Characters
    Content:

    My company has recently upgraded to version May2011.  I had a bunch of incident custom field records that I exported and wanted to import them back into some custom object fields, to reduce the amount fields required from 100 to 20.  The first odd issue I ran into was when I tried importing the data was XML related.  On the final screen of the Data Import Wizard I would get an error message.  I believe it was tied to all of the custom object changes I had been making.  After doing some research and not really finding anything on the issue I restarted my console, because reseting the local settings and data cache also gave an xml error.  This cleared up that issue.

    The second issue I had in importing the data was that most of the records were shifted. For example, custom object record (COR) 1 is associated with incident record 1 and COR 2 is associated with incident record 2, but after I imported the data COR 1 was associated with incident record 2 and COR 2 was associated with incident record 3.  The very first couple records I imported were correct which made me believe that the issue might be special character related so I investigated by halving the data and comparing the newly imported data to the old data in the incident.  Eventually I found out that whenever # (number or pound sign) was the first character in the first column of the data import it shifted the imported records off by one.  This explained why my first records imported correctly and my final records were off by about 7. I went through the 7 records and removed the # and the records imported correctly.  I wanted to make sure that having the # as the first character in a text field was not the problem and that it was actually tied to having the first character of the first column being imported being a # so I search for a # in my other text field I was importing and found that the # being the first character in this field did not shift the remaining records.

    My recommendation to those of you importing data is to not use a text field as the first field in the import and if you get XML errors restart your console.  Hopefully this helps saves someone else some time.

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